Customer Success Manager

KULR Technology Group is a publicly traded company (NYSE: KULR) with a vibrant startup dynamic headquarters in Webster, Texas. Our mission is to develop energy management platforms to accelerate the global transition to a circular electrification economy and to contribute to the rapidly expanding ecosystem of Robotics. We create sustainable solutions that benefit humanity using space proven engineering, making the world of batteries and electronics cooler, lighter, and safer. We operate in four verticals: e-mobility, environmental/energy storage, industrial/consumer tools, and aerospace/defense. Our technologies have been deployed by NASA, including applications on the Space Station and Mars Rover.

Job Title: Customer Success Manager (Multi-Hire: 2 openings)

FLSA Status: Exempt

Salary: $85,850 - $136,000

Reports to: Vice President of AI

Location: Remote.

KULR Technology Location: Webster, TX

Travel: Up to 75% travel

Position Overview:

Manages and oversees the daily activities of a customer success function, ensuring customers successfully leverage the organization's products and services to achieve their business objectives. Implement strategies and processes that deliver consistent customer satisfaction to facilitate long-term relationships and promote retention. Ensures that onboarding processes are precisely executed to facilitate smooth Exoskeleton product adoption and build a strong customer relationship foundation. Collects and responds to feedback with focused support for identified customer needs and challenges. Builds teams of customer advocates with product training, coaching, and skill development to enhance customer engagements. Collaborates with sales, product development, and other customer-facing functions to deliver solutions and tools. Acts as the voice of the customer with internal teams to provide solutions, product enhancements, and other actions to ensure customer success. Requires a bachelor's degree. Typically reports to a director.

Functions:

• Manage and oversee daily operations of customer success, ensuring customers effectively utilize the organization's Robotics products and services to meet their business goals.
• Develop and implement strategies and processes that drive high customer satisfaction, support long-term relationships, and promote customer retention.
• Lead and ensure accurate execution of customer onboarding processes to facilitate smooth product adoption and establish strong relationship foundations.
• Collect, analyze, and respond to customer feedback, providing targeted support to address specific customer needs and challenges.
• Build and develop a high-performing team of customer success professionals through product training, coaching, and ongoing skill development initiatives.
• Collaborate closely with sales, product development, and other customer-facing teams to deliver integrated solutions, tools, and a seamless customer experience.
• Serve as the voice of the customer internally by providing feedback to influence product enhancements, operational improvements, and customer success initiatives.
• Manage personnel activities including hiring, performance management, and development of team members, ensuring department goals and milestones are achieved within approved budgets.
• Maintain extensive knowledge of customer success best practices, departmental processes, and organizational products to guide team and customer engagements.
• Other job-related duties as assigned.

Supervisory Responsibilities: N/A

REQUIREMENTS

Education & Experience:

• Bachelor's degree in related field, required or equivalent combination of education and experience. Master's degree preferred.
• Minimum of 5 years of experience in related areas as an individual contributor

Knowledge, Skills and Abilities (KSAs):

• Strong understanding of cross-functional collaboration practices to integrate customer success efforts across sales, product, and service teams.
• In-depth knowledge of customer engagement strategies that drive adoption, satisfaction, and advocacy.
• Expertise in customer onboarding best practices to ensure seamless product adoption and early customer success.
• Knowledge of customer retention strategies and metrics to proactively manage risk and promote loyalty.
• Familiarity with customer relationship management (CRM) systems and customer success software platforms for tracking customer interactions and outcomes.
• Skilled in developing and executing strategies that maximize customer satisfaction and business outcomes.
• Proficient in identifying, analyzing, and solving customer problems to improve the overall customer experience.
• Adept at building and nurturing strong, long-term customer relationships that drive mutual success.
• Strong team-building and coaching skills to develop high-performing customer success teams.
• Ability to coordinate service delivery across multiple departments to ensure a cohesive customer experience.
• Ability to design and implement strategies that align customer needs with organizational goals.
• Ability to effectively engage and communicate with customers at various organizational levels.
• Ability to anticipate customer challenges and proactively develop solutions to ensure success.
• Ability to use CRM and customer success software tools to manage customer portfolios and generate actionable insights.
• Ability to foster a customer-centric culture within the organization through leadership and influence.
• Strong mechanical background to perform level 1 on-site service and repairs to Robotics systems
• Intermediate use of computers and Microsoft Office Suite Applications such as Word, Excel, Power Point, Outlook.

Physical Demands/Work Environment:

The work environment characteristics described here represent those an employee may encounter while performing this job's essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Office Work Environment

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Close visual acuity to perform an activity such as preparing and analyzing data and viewing a computer terminal. Sufficient clarity of speech and hearing or other communication capabilities, which permits the employee to communicate effectively on the telephone and in person. Sufficient manual dexterity with or without reasonable accommodation, which permits the employee to frequently operate a personal computer (estimated 80%-100% of the typical workday) and other office equipment. Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permit the employee to work at a computer workstation for an extended period.

Special Conditions:

• Employment is contingent upon successful completion of a criminal background check.
• Must have a current, valid driver's license.
• Must be able to provide own transportation between work locations.
• Must be able to work various hours and locations based on business needs.
• Must be a U.S. Citizen due to federal contract requirements.
• Successful applicant must meet ITAR requirements.

DISCLOSURE AND ACKNOWLEDGEMENT:

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or others.

This job description in no way states or implies that these are the only duties to be performed by the incumbent of this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by the supervisor in compliance with federal and state Laws.

Requirements are representative of the minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent must possess the abilities or aptitudes to perform each duty proficiently.

No Agencies Please.